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To each request a priority is associated according to the following scheme:
| Priority | Description |
|---|---|
| 1 | Service is unavailable or process cannot complete. There are no workarounds and the condition is business-critical. |
| 2 | Process cannot complete, but the condition is NOT business-critical. |
| 3 | "Cosmetic" problem with low criticality with no financial or business impact. |
Response and resolution time depends on customer support plan chosen by the client.
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Customer Support Requests
- Incident: Incident is the most serious problem a client can face and therefore has highest priority on any other.
- Problem: These requests are generally linked to malfunctioning aspects of the platform either due to bugs in the code or to systems' problems.
- Support: Support requests refer to platform's usage and guidance.
For details regarding each request, click on their respective links to see the section.